Technical Support Representative

1 week ago

Davao City, Philippines OnseSource Global Full time

Job Summary:
We are seeking an experienced and detail-oriented Onsite Technical Support Representative to join our team supporting a financial technology (fintech) account. This role requires at least 3 years of hands-on technical support experience, with strong problem-solving abilities and a customer-first mindset. While fintech industry experience is not required, a solid technical foundation and the ability to adapt and learn quickly are essential.

Key Responsibilities:
Provide onsite technical support for software, hardware, and basic networking issues within a fintech environment.
Actively listen to users, identify root causes, and offer clear, specific solutions.
Communicate technical information in a simple, easy-to-understand way across different channels (call, chat, email).
Use internal resources and documentation effectively for troubleshooting and user guidance.
Think critically and creatively when standard fixes don’t resolve the issue; escalate when needed.
Accurately document all interactions, troubleshooting steps, and outcomes, especially when working on system transactions or account-related activities.
Stay current with updates, tools, and support procedures to ensure efficient and modern tech service delivery.


Collaborate with cross-functional teams to resolve technical issues and improve the end-user experience.

Qualifications:
Minimum 3 years of technical support experience.
Strong technical troubleshooting skills with experience resolving complex application or user-facing technical issues across various tools and platforms.
Excellent communication skills—clear, direct, and user-friendly.
High attention to detail and accuracy, especially in documentation and working with financial tech systems.
Fast learner with a proactive attitude toward continuous improvement and technology updates.
Ability to work both independently and within a team environment.

Preferred (Not Required):
Familiarity with fintech platforms or enterprise support environments.
Experience with ticketing systems.

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